ABOUT US
Xsolla is a global commerce company with robust tools and services to help developers solve the inherent challenges of the video game industry. From indie to AAA, companies partner with Xsolla to help them fund, distribute, market, and monetize their games. Grounded in the belief in the future of video games, Xsolla is resolute in the mission to bring opportunities together, and continually make new resources available to creators. Headquartered and incorporated in Los Angeles, California, Xsolla operates as the merchant of record and has helped over 1,500+ game developers to reach more players and grow their businesses around the world. With more paths to profits and ways to win, developers have all the things needed to enjoy the game.
For more information, visit xsolla.com.
About the Role
We are seeking a dynamic and results-driven Customer Success Manager to join our team. In this role, you will retain and develop partnerships. The ideal candidate has a strong background in account management, customer success management within the gaming industry and a proven track record of working with game developers and publishers. This role requires a strategic thinker who can build relationships, negotiate deals, ensure successful partnership retention and development.
CORE JOB FUNCTIONS/RESPONSIBILITIES
Main point of contact for all matters relating to the client’s existing portfolio;
Manage the sustainment and growth of a client by creating positive relationships;
Provide clients with a quarterly health check to proactively review their needs, account management, and make recommendations for improvements;
Cross sell and upsell new business opportunities with existing clients. Maintain account records to reflect any changes;
Assists with a variety of projects as business needs dictate;
Enhances department and organization's reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments;
EDUCATION/EXPERIENCE/KNOWLEDGE
Bachelor’s Degree or equivalent experience, 2+ years of progressive experience;
Ability to successfully participate in projects involving cross-functional teams;
Ability to problem solve;
Experience Google Suite (Docs, Sheets, Chat, Slides, etc.) ;
Clear written and verbal communication skills;
Strong customer service/interpersonal skills;
General Account Management and Marketing knowledge;
Must be able to immediately handle a significant workload and effectively prioritize projects with a high degree of autonomy;
Effective time management skills and excellent attention to detail;
Ability to understand client needs and translate it into business offerings;
Ability to overcome tough objections and win the support of key stakeholders;
Must be a problem solver and team player;
Have a large appetite for learning, and a results oriented mindset;
Interpersonal skills to help manage;
Ability to work with minimal supervision while achieving a high degree of accuracy and meeting deadlines;
Understanding of JIRA, Basecamp, & Confluence
The duties and responsibilities of this position may evolve over time to support the organization’s goals and individual growth. This job description is intended to outline the general nature and level of work being performed and is not intended to be an exhaustive list of all duties, responsibilities, and qualifications required. By submitting your application, you consent to Xsolla conducting background checks, where permitted by law, after the final interview stage. All checks will comply with local regulations, and your information will be handled confidentially. Xsolla takes your privacy seriously and will not sell or externally distribute any personal data received during the hiring process. In accordance with applicable data protection laws, Xsolla is committed to protecting your personal information and respecting your privacy.
